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Hi
How does the JSD email request handler determines whether a new ticket should be created or an existing ticket should be updated?
I see that a couple of times, an existing ticket of a customer is updated for a new conversation from the same customer but with different subject & content. The existing ticket number was not referenced in the new email.
We expected a new ticket to be created but the other one was updated. Understanding how JSD is algorithm-ed to handle it would help us better.
I found this:
https://community.atlassian.com/t5/Jira-Service-Management/How-work-JSD-mail-handler/qaq-p/1216404
You can also read:
https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html
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